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Case Study

Boosting NPS and CSAT Scores for a UK Broadband Provider

Overview

This broadband provider offers a range of packages and broadband speeds to customers across the UK. Their competitive prices, unlimited usage, exclusive rewards, and award-winning service are leading to extensive growth. This all comes alongside their other utility services, including energy supply - giving customers great value bundle options.

Client Needs

The broadband team faced new challenges following the acquisition of a major provider, which resulted in increased demand and inherited backlogs. To address this, they needed an outsourced partner to deliver high-quality service while minimizing disruption for their customers. Having already partnered successfully with The DDC Group on other services, the client entrusted us to support them during this critical phase of growth.

Solution Summary

DDC collaborated with the client’s in-house team to establish a comprehensive customer service solution aimed at enhancing the overall customer experience. This involved implementing both inbound and outbound call strategies. The positive impact on customer satisfaction prompted the client to expand the team’s size and scope, further partnering with DDC to launch a technical support function and an asynchronous chat solution—both delivering outstanding results.
  • Location: Bosnia & Herzegovina
  • Coverage:Monday to Saturday, 8 AM - 8 PM; Sundays, 9 AM - 6 PM
  • Services Provided: Customer service, technical support, complaint resolution, and back-office tasks
  • Team Size: 197 members with 10% flexibility for peak periods

Key Success Points

8.6

boost in customer satisfaction (CSAT)

9

increase in resolution rates

200

increase in Net Promoter Score (NPS)

10.47

boost in compliance rates
Goals Achieved

Improved Performance, Higher Satisfaction, and Enhanced Efficiency

Results were achieved through the implementation of a new quality and coaching framework, developed in partnership with the client, driving more meaningful interactions and improved performance.
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Reduced speed-to-answer

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Reduced Average Handle Time (AHT)

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Increased First Call Resolution (FCR)

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Reduced complaints and associated handling times

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Improved resolution rate by 9%

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Increased Customer Satisfaction (CSAT) by 8.6%

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Achieved approximately 200% increase in Net Promoter Score (NPS)

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Boosted compliance adherence from 86% to 95%

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